As a Production Support Engineer I at Marqeta, you will play a pivotal role in our commitment to customer satisfaction and the seamless operation of our products and services. You will serve as the first line of contact for our customers, adeptly handling and resolving technical issues, using known procedural documents with some technical analysis performed while translating technical jargon into user-friendly language. In addition, you will collaborate with our Engineering teams to manage software updates.

In Short

Provide high-quality support, and take ownership in responding to inquiries, issues and escalation inquiries through tickets, emails, and other channels
Perform problem-solving, diagnosing, and generating corrective action plans for issues
Work cross-functionally to resolve issues and provide customer care
Provide on-call support for rotations and escalations
Assist in monitoring production transaction volume, functionality and performance
Be proactive in monitoring, optimizing issuer resolution, and implementing corrective action planning
Interact with Product, Engineering, and Technical Operational teams to provide feedback on production support related issues and improvements

Requirements

2+ years of experience in Technical Support, Production Support, or IT Support for B2B customers
Experience in payments and/or accounting systems
Ability to work in a customer-facing role, with strong written and verbal communication skills, with the ability to listen, show empathy, and also be able to converse with both internal and external technical and non-technical stakeholders
Committed, flexible through on-call rotations, and demonstrated ability to maintain high levels of productivity with minimal supervision
Experience with ticketing systems (such as, Jira, SalesForce, etc)
Good understanding of API technologies and troubleshooting (i.e.: you know what cURL does, know HTTP response codes, etc.)
Basic SQL knowledge should be able to modify queries for data extraction for troubleshooting
Comfortable working within a Linux environment
Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamic, SumLogic, Grafana, Datadog, and New Relic
The ability and desire to learn new technologies and tools